Dialpad

Pros

It has a set of tools that brings together several tasks in a single platform, automating processes helps reduce workflows and helps us as a team to stay active, well communicated with the same information, all working and sharing processes to scale performance and evolution

Cons

At first it can be a bit complex to use because of all its tools, I was confused about where I could do each process, but over time I learned how it works well and nothing has failed me

Pros

Compared to other phone softwares, Dialpad is huge step up for call centers. Within the tool, it is so easy to search for previous contacts and at a glance see all interactions we have ever had with specific contacts. As I mentioned already, what truly sets Dialpad apart is their ability for any user in the assigned department to read and follow up on text messages. Other softwares limit the text messages to only be viewable by the user that sends the message, which prevents teams like ours from seeing the messages and following up if the user is not working.

Cons

Not sure if this is a premium features or maybe just not one we have turned on, but I would love to also play back outbound calls.

Pros

The concept and the theory for how they could work for us was great. Great potential.

Cons

Follow through has been a nightmare. We use them for UCaaS and learned pretty quickly that the design was severely flawed.

No SIP connection from other systems.
No third party transfer recording.
Must be an admin to utilize call analytics and recordings. Doesn't fit our company structure.
Physical phones will inexplicably stop working. Not all in one site. One here or there. Just stops working.
They had a flaw with calls ringing in that came from the same ANI. Multiple calls with same ANI would result in first call going proper IVR workflow. Any additional ended up going fallback route. They put a fix in. Now I get call delays and audio problems.
Tech support is abysmal. Too often they just want to close tickets and do not try to provide solutions. Just try getting an engineer into a meeting. I don't know if they exist.

Alternatives Considered

Reasons for Choosing Dialpad

Switched From

Reasons for Switching to Dialpad

Pros

The sellers knew their stuff. They knew all the right things to say.

Cons

When we got down to actually buying, these super slick sellers suddenly didn't understand our company and the prices they gave us were completely different than what we ended up signing up with, and what we are using 6 months down the road (price ended up doubling).

Pros

What I like most about Dialpad is the ability to text, call, and screen share all from one application.

Cons

There is nothing that I like least about Dialpad.

Pros

The AI transcription is nice, and the soft phone is nice. There is a robust set of features.

Cons

They misrepresent available features. I was told we could have Teams availability synced so that our phones wouldn't ring when we were in meetings. I was also told that if we had Microsoft synced, we would be able to see contextual emails for that contact and anyone inside our domain. Neither of those is true.

Alternatives Considered

Reasons for Switching to Dialpad

Pros

I receive a report detailing the number of inbound and outbound calls. The implementation was straightforward

Cons

There are better cost options for what it provides

Alternatives Considered

Reasons for Switching to Dialpad

Pros

Easy to learn, great functionalities, easy to integrate into a team and very customizable.

Cons

Bad customer service. Confusing and complicated to setup initially.

Pros

Nothing. wholly dissatisfied with every aspect.

Cons

Wildly disappointing company. We paid over USD $10,000 to get started, were given multiple PM's because their call quality was so poor. [sensitive content hidden] then joined their team, she was supposed to look into the call quality issues and nothing changed. We had to go back to our current vendor with our tail between our legs and the only reason we left them was because of the lower pricing. Great lesson that price and total cost can be two completely different numbers! Now we have to bring in lawyers which is something we have never had to resort to with any vendor in the past.

Pros

What I like most about Dialpad is it's a very straight-forward platform. It's like using a dialpad on your phone.

Cons

So far, there's nothing I like least about Dialpad because it's very easy to use.

Pros

The product worked for incoming and outbound phone calls. I was able to customize my caller ID for outbound calls which is difficult to control with web-based telephone services in Canada.

Cons

The pricing on their website is misleading. There were numerous hidden fees and my phones would not function for my business until I paid these unexpected costs. When I canceled within the 14-day trial period, they refused to refund my annual fee. Their website pricing information shows an option to "see all features" and that page even has fine print at the bottom. However, they don't tell you that in addition to that fine print, there is A SEPARATE SECTION of pricing information that shows other hidden fees that they charge to your account. I paid a $60+ regulatory fee. This was not advertised. When I ported my existing 1-800 number over to them, they would not allow me to receive incoming calls until I purchased "credits". Despite not indicating this cost in their "All Features" page, I learned that you need to pay .02 cents for each minute of incoming calls for 1-800 numbers. I had to buy credits in order to get my business back online, and was actually charged .03 cents per minute afterwards. I immediately ported my number back to my former provider. In total, I spent 11 days with DialPad, which was supposedly within their 14-day trial period. What they don't tell you is that there are no refunds, even if you cancel during the "trial". When I tried to cancel, their internal chat system would not connect me to an agent, saying that no one was available to cancel my account. I had no issues getting a sales rep though. This product is a scam.

Alternatives Considered

Reasons for Choosing Dialpad

Switched From

Pros

I like the mobile app, it's UI, and ability to use on multiple devices.

Cons

Sometimes the app can be a little buggy but overall, I don't have many issues.

Pros

Dialpad offers advanced features such as call transcription and analytics. It has an user friendly interface. Mobile app is also great to make it work remotely tho.

Cons

One of the most significant drawbacks is its pricing structure. Its hard to understand the final price until made pay. Should have better reporting features. Also connectivity issues is so annoying. Customer service is absoluetly need improvement.

Pros

It 'seemed' like an affordable option for call recording.

Cons

HIGH failure rate. Most often the calls never connect & on the small percentage that do, the person on the other end can't hear me. ALSO IMPORTANT - don't be fooled by the cost they quote. In addition to all the miscellaneous charges, they have a fee they charge for 'Administrative Cost Recovery'. In other words, our price isn't really our price because that isn't enough to cover costs, so we will add on a fee. My $180/year service was actually $270!

Pros

Nothing, absolutely nothing.

Cons

My experience with Dialpad's customer service was incredibly frustrating. Setup took weeks longer than promised, and canceling my account became a months-long ordeal. Customer service was unresponsive, lacked follow-through, and the procedures for cancellation were unnecessarily complicated. I would caution anyone considering Dialpad to research their customer service reputation and explore alternative options. Dialpad fell far short of acceptable customer service standards in my experience.

Pros

Relatively easy admin. Extendability (api , integrations)

Cons

Customer service is a nightmare. Took me days to cancel when i no longer needed the service. Was eventually going to resubscribe my team but the way they handled customer service turned me off.

Pros

How the software provides accurate transcripts of meetings in real which is a valuable asset.

Cons

Setting up the system is complicated and customer service does not respond in a timely manner

Pros

It usually worked, sometimes not as well as I'd like, but it usually worked.

Cons

Terrible customer support who make you go through their clunky chat app to accomplish anything, and even then do not help you. I requested cancellation (which they force you to do through customer service) and was shocked to find they didn't process it. Upon contacting them and requesting a refund, they claimed to not have a record of the request and refused. Do not bother.

Pros

In a product, I always look for its accessibility and I'm glad we have Dialpad. I can easily work on my computer station, use it in a browser or the software application, I also have it on my phone and that feature allows me to be more flexible and available to my company. I also love that we are able to receive data/analytics report from Dialpad on my email and we see who are our top agents and we also have an option to export data. I also love the live transcription!!

Cons

Perhaps when we had issues with our call routing - I was kind of confused on how they are set up. I would like more options and variability added to call routing but so far it is currently working well for us.

Pros

We are a software start up with less than 25 employees, of which 12 have Dialpad accounts. We have fairly basic needs, in the sense that each user needs a direct number to place and receive calls/texts, and for those same users to take calls from 'shared' phone numbers, such as support, and sales.

The administrative features of Dialpad are easy to learn, use, configure, without having to spend hours self educating on a knowledge base, or through trial and error. This includes functions such as:

- Creating new users.
- Configuring phone lines (like sales or support) with voicemails, call routing, IVR.

Cons

1 - Desktop app reliability (Mac)

I've found the Desktop top app to be consistently inconsistent, in the quality of calls, and general usability. I've used Dialpad for 3 years, and always have the newest Mac & software updates. For example, sometimes I will answer a call, and the person cannot hear me. This is even more frustrating in cases where I've been waiting on hold for a long time, only to be connected, and for the other person to not be able to hear me. Every time, if I restart Dialpad, the issue resolves itself. Again, I've tried multiple headsets/audio settings over the years, and the same issues occur.

2 - Mobile app

You can configure Dialpad so that when you receive a call, your cellphone rings (either using your cellular number, or over VOIP, if connected to the internet). I've again found the reliability of these features to be inconsistent. Sometimes I will answer on my mobile, and the call will drop. Other times, I'll answer on my Desktop app, and my mobile device will keep ringing.

3 - Pricing

I feel that Dialpad's pricing is in line with other providers, but I do feel that providers across the board have prices set too high, with no option to add 'light users'. For example, we have certain employees that we want to be able to take a call or two a week, or infrequently place outbound calls. We cannot justify paying for a full license for them. If we could add free, or heavily subsidized 'light' users, I believe that overall, our usage and adoption of Dia

Pros

The scripting pop up reminders based on keywords is amazing. It is easy to set up, change, and add to. When the key word is said or texted the reminder will come right up reducing dead air and keeping the conversation flowing.

Cons

You need to have a ethernet set up or an extremely high-speed internet for clarity. If you try a low bandwidth solution it will make the calls sound like an echo but this is the case with most VOIP systems.

Pros

1) Works on ios/android, computer, and desktop phone. It works well on all the devices I use.
2) You can transfer calls between devices.
3) Each month it gets increasingly better with regular software updates.
4) Simple management of our team phone numbers and departments.
5) It allows for better general office number handling.

Cons

1) When switching from wifi to cellular LTE the call often drops or has issues for a bit (ie. leaving the office, with HD calling enabled)
2) Not great conference integration. I'd rather see a great video chat solution that integrates smoothly, than halfway-there uberconference integration. The pricing is silly w/ uberconference, every one of my lines doesn't need their own uberconference, we really only need 1 or 2 lines.

Pros

I like all the features of dialpad specifically file transfer feature

Cons

Nothing I like least in this software because all the features are great. I recommend this software

Pros

You can contact clients regardless of where they are even if they do not have an internet connection since it acts as a telephone call and not an internet call

Cons

The connection sometimes is very bad and there is so much latency and issues when I use wireless headphones. My wireless headphone works well on my other software. Also, there are some phone numbers that you are not able to send a message to which could be helpful since dial pad can send text messages.

Pros

I like that the software is affordable, reliable, and accessible in many different ways. I use it as the main business line for my company and adding/removing users is super easy, creating a main line is easy, and having access to your phone via apps anywhere you are is fantastic.

I also am very impressed with their quality and their customer support. I was having an issue with call quality, and I couldn't tell if it was my bluetooth headphones or my wifi. Their team got REALLY technical digging into the transmission details from my call, and told me there was a lot of chatter on the wifi. I ended up just running an ethernet cable and have literally zero problems anymore.

Cons

The mobile app is good, but somehow not as reliable as the desktop software. I've had some issues making calls, and turn around and dial from my regular phone number and it works fine. I would suspect this has something to do with the fact that Dialpad uses internet instead of the regular phone line, but if I have plenty of LTE signal for a phone call I would think Dialpad would also work.

As a result I generally just feel safer taking important calls from the desktop.